Assignment got struck and work object left in work basket for long time
Hi All,
What could be the cause/Reason behind an Incident sat in the work basket for longer time after SLA executes
the given incident were struck in the Agent processing queue because of attachment was not processed properly.
What caused the attachments to not be processed properly? Also, how does this cause the incident to get stuck?
Could you please provide any suggestions on this issue.
Thankyou!
Aaseya IT Services Pvt LTD
SA
There could be several reason as to why " Incident sat in the work basket for longer time after SLA executes".
It may be due to large number of Queue Items causing delay / Slow Performance / Locking issues etc. If the items is sitting in Failed Agent Queue list, You can check the error message and confirm the issue.
You can also manually requeue the item from Failed queue if the reason is any of the above. If the error is at the case level, then you need to address the error and then requeue the item.